whatbrentsay

  • 5/27

    ACSI's Smartphone Customer Satisfaction Survey

    • tech
    • smartphones

    • ACSI conducts customer satisfaction surveys across a wide range of topics and verticals. The results that caught my interest are for Smartphone Customer Satisfaction this year (naturally).

    acsi smartphone customer satisfaction 2020 table

    I shouldn't have been but was still shocked by just how clearly dominant the smartphone industry's leaders are. Here's what jumped out at me:

    • There are 25 devices that make this cut and of those, only 2 are from a company other than Samsung or Apple. Here's the full breakdown:

      • 2 LG
      • 11 Samsung
      • 12 Apple

    • The top 17 devices are from Samsung or Apple.

      • Samsung owns the top 3, is the majority in the top 5, and splits the top 10 evenly with Apple
      • Apple devices are the majority (10 vs Samsung's 7) overall
    • The youngest phone in the top 5 is the Galaxy S10, released just over a year ago. The rest are from 2018 or earlier
    • The iPhone 6S is 5 years old and is in the #10 spot. That's incredible. It adds some perspective to this year's lookalike iPhone SE.